Choosing the right wheelchair, scooter or walker is only half the job. The other half is getting it into your home, set up, and working for the person who needs it. When that part goes wrong, it's usually because nobody asked a few simple questions before the order went through.
This guide lists those questions. It covers delivery, setup, fit, returns, damage, warranties and records. It doesn't tell you which product to buy, and it doesn't replace advice from a doctor or therapist about what's right for a medical need.
Delivery: when, how and what it costs
Start with the basics. Ask the seller, and write down the answers.
- When will it arrive? Ask for a date or a date range, not "soon".
- What does delivery cost? Ask whether there's a charge for delivery, for carrying it inside, or for a specific delivery window.
- How does it arrive? In a box at the front door, or brought inside by a person? Large items such as power chairs and scooters can be heavy and awkward to move.
- Who do I call if it's late? Get a name or a direct number, not just a general inbox.
If you order online, by phone or by mail, a federal rule covers shipping times. The seller must have a reasonable basis to expect it can ship within the time it states, or within 30 days if it doesn't state a time (50 days if you apply to the seller for credit to pay) [4]. If it can't ship on time, it must offer you the choice to accept the delay or cancel the order and get a prompt refund [4]. The rule is about shipping, so ask separately how long delivery takes after that.
Setup: who assembles it and shows you how to use it
Some equipment arrives ready to use. Some arrives in pieces. Ask before you order:
- Who assembles it? Will someone put it together in your home, or will you need to do it?
- Who adjusts it? Footrests, armrests, handle heights and seat positions may need setting for the person using it. Ask who does that, and whether there's a charge.
- Who shows you how to use it? Folding, brakes, charging, and getting it in and out of a car are all worth a walkthrough. Ask whether the seller provides one, in person or by phone.
- Is the manual included? Ask for a copy of the user manual, and keep it.
If you get Medicare-covered equipment from a Medicare supplier, federal supplier standards make the supplier responsible for delivering the item and keeping proof of delivery [1]. The supplier must also make sure you have the information and instructions you need to use the item safely and effectively [1]. Ask the supplier how it handles this: who comes, and what they'll go through with you.
Measure before you order
Equipment that doesn't fit through the bathroom door is a problem you can catch with a tape measure. Before you order, write down:
- Doorways. The narrowest door the equipment has to pass through, measured at the narrowest point.
- Hallways and turns. Tight corners can be harder than straight doorways.
- Steps and thresholds. Front steps, raised door sills, and the route from the car to the door.
- The car. The trunk or back-seat opening, if the equipment needs to travel.
- Storage and charging. Where it will live, and, for power equipment, where it will charge.
Compare these with the product's listed width, length, folded size and weight. If a number is missing from the listing, ask the seller for it before you pay.
Returns, damage and warranties
Read the return policy before you order, not after. These are the questions that matter most:
- How long is the return window? And does it start on the order date or the delivery date?
- Who pays to ship it back? Large items can be expensive to return.
- Is there a restocking fee? If so, how much, and when does it apply?
- Can it be returned once it's been assembled or used? Some sellers treat opened or assembled items differently.
- What if it arrives damaged? Ask how to report it, how quickly you need to report it, and whether you should refuse the delivery or accept it and report the damage. Take photos of the box and the item before you unpack fully.
For Medicare-covered items, a Medicare supplier must accept returns of substandard items, meaning less than full quality for that item, and of items that were unsuitable for you at the time they were fitted and rented or sold [1]. That's a federal standard, not a store policy. A seller outside Medicare follows its own return policy, so that policy is what you'll be held to.
Warranties. If a product comes with a written warranty, the seller has to make the warranty text available for you to read before you buy [5]. For a sale you can make without visiting the store, such as a catalog or mail order, the seller must show the full warranty text or tell you where to read it and how to get a free copy [5]. Ask to see it.
Registration. Under a full warranty, the warrantor can't make coverage depend on you returning a registration card [6]. It can suggest the card as a way to record the date you bought the item, as long as it tells you that skipping the card won't affect your warranty rights if you can show the purchase date another way [6]. Registering can still be useful, but keep your receipt regardless, and read a limited warranty for its own terms.
Online orders vs local suppliers
Both can work. The questions are the same, but the answers often differ.
Ordering online can give you more choice. Ask whether the item arrives assembled, who handles returns of a large boxed item, and whether anyone will show you how to use it.
A local supplier may be able to deliver, set up and adjust the equipment in person, and you'll know who to call. Ask whether they handle repairs and adjustments after the sale, or send you elsewhere.
If you use Medicare, where you order matters for payment. Medicare only pays for equipment from suppliers enrolled in Medicare, and it's important to ask whether they participate or will accept assignment before you get the equipment [3]. If a supplier doesn't participate or won't accept assignment, you may be charged more [3]. For rented equipment, Medicare says the supplier will pick it up when you no longer need it [2]. Ask any seller, Medicare or not, whether it can confirm these things before you order.
Keep a simple record
Put everything in one folder, paper or digital:
- The order confirmation and receipt
- The delivery date and any proof of delivery
- The return policy as it read when you ordered (a screenshot works)
- The warranty, the user manual and the serial number
- Photos of the item on arrival
- Notes from each call: the date, who you spoke to and what they said
If something goes wrong with a Medicare supplier, you can contact the supplier or call 1-800-MEDICARE (1-800-633-4227) to file a complaint [7]. Medicare suppliers must answer questions and respond to complaints about the Medicare-covered items they sold or rented [1]. Once you file, the supplier must let you know within 5 calendar days that it got your complaint and is investigating, and send you the result in writing within 14 calendar days [7]. Medicare suppliers must also disclose these supplier standards to you [1].
Where to go next
Before you pay, open the seller's current delivery, return and warranty terms and read them again. They can change, so check them on the day you order and save a copy. If you'd rather work with someone nearby, use our supplier search to find mobility equipment locations, then call with the questions above. For a rental, see what to ask before renting a wheelchair, and if equipment you already have needs fixing, read questions to ask a mobility equipment repair business.